I just ran wine club. We are offering free shipping if a customer adds three bottles to their order. Of course, some requests to add to the order have come in after charging the credit card. Or, some pick ups would prefer to have it shipped and they want to add three bottles.
The way I handle this is to refund the entire original order, and place a new one with their additions. This typically works fine - and keeps us compliant and the customer informed on the new order. However, in the past few days I have not been able to refund orders paid for with a Visa. The refund is being declined.
We’ve contacted Worldpay about this, and they hadn’t seen this type of decline before. Where we ended up, which is basically an educated guess, is that Visa has us flagged for processing too many refunds. It has been apprx 20 refunds, which compared to the amount of orders we process seems minimal so I am surprised it is being flagged as potentially fraudulent. Worldpay really doesn’t have an answer for us, so we’re stuck not being able to refund anyone right now.
We are looking in to ‘Manage Credits’ to process refunds, but without refunding an order, you end up with an inventory issue.
Has anyone experienced anything like this? Or have any ideas on how to fix this? Any ideas would be appreciated! WineDirect is sure this is an issue with Worldpay and not them.